Growth Opportunities for Communications, Collaboration and Customer Care Tools in Healthcare

Growth Opportunities for Communications, Collaboration and Customer Care Tools in Healthcare

Enabling Key Healthcare Workflows with Pre-packaged and Programmable Communications Solutions to Enhance Patient and Physician Journeys

RELEASE DATE
09-Dec-2020
REGION
Latin America
Research Code: K53C-01-00-00-00
SKU: TE03979-LA-MT_25023
$4,950.00
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SKU
TE03979-LA-MT_25023
$4,950.00
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Description

Frost & Sullivan has identified the healthcare vertical as ripe for digital transformation and adoption of modern communications and collaboration technologies with the objective of improving operational efficiencies and enhancing patient care. The study covers key use cases for point solutions such as video conferencing or team messaging, as well as integrated suites such as unified communications and collaboration (UCC), UC as a service (UCaaS), communications platform as a service (CPaaS), and contact center and contact center as a service (CCaaS). It also discusses opportunities for improving patient and practitioner experiences, and enhancing important workflows in the healthcare industry vertical using application programming interfaces (APIs) and programmable communications capabilities.

More specifically, the study has identified the following use cases whereby advanced communications tools can deliver value to healthcare organizations: remote video consultations, scheduling, caregiver coordination and communications, admission and orientation for remote consultations, triage and admission (for in-person consultations), inbound and outbound patient communications and notifications, on-premise and remote monitoring and assistance, contact tracing and tracing automation, and emergency mass notifications and emergency management solutions.

The COVID-19 pandemic exposed the industry’s lack of preparedness to properly handle a calamity of this magnitude. From supply-chain challenges, to safety protocols, workload distribution and patient outreach, healthcare organizations struggled to deliver excellent patient services while maintaining profitable operations and staff productivity and job satisfaction.

As coronavirus vaccines come closer, yet many countries are hit hard by new COVID-19 waves, it's uncertain which medical practices that emerged or were significantly modified in 2020 will persist in the future. Existing workflows and business practices that have proven their value are most likely to prevail and open new business opportunities. Nevertheless, healthcare providers face many challenges, such as the need to use more self-service solutions throughout the patient journey, integrate home-based diagnostics and devices, and fully leverage AI, RPA and NPL to improve practitioner, staff and patient experiences.

As countries, industries, businesses and individuals gradually adjust to what is likely to be an ever-shifting “new normal”, healthcare organizations will need to adapt as well. Digital technologies, including communications and collaboration solutions, as well as programmable platforms, must be leveraged as key enablers of accelerated and effective industry transformation. In order to properly apply programmable communications and other digital technologies to address healthcare, a clear understanding of the processes and workflows, and their manual chokepoints, is required.
This study discusses opportunities for improving patient and practitioner experiences and enhancing important workflows in the healthcare industry vertical using pre-packaged communications and collaboration solutions, as well as application programming interfaces (APIs) and programmable communications capabilities.

Author: Leonardo Sampieri

Table of Contents

Why Is It Increasingly Difficult to Grow?

The Strategic Imperative 8™

The Impact of the Top Three Strategic Imperatives on the Healthcare Industry

Growth Opportunities Fuel the Growth Pipeline Engine™

Executive Summary and Purpose of the Study

Executive Summary and Purpose of the Study (continued)

Scope

Technology-related Definitions

Technology-related Definitions (continued)

Technology-related Definitions (continued)

Technology-related Definitions (continued)

The Health Cycle and the Patient Journey

The Health Cycle and the Patient Journey (continued)

Flowchart Symbols

Technology Evolution

Healthcare Industry Overview

Future Trends for Communications Providers to Watch in the Healthcare Industry

Critical Success Factors for Growth

Critical Success Factors for Growth (continued)

COVID-19 Impact

COVID-19 Impact (continued)

COVID-19 Impact by Healthcare Industry Sector

COVID-19 Impact by Healthcare Industry Sector (continued)

Communication and Collaboration Trends to be Considered by Healthcare Providers

E-Health Trends to be Considered by Communication and Collaboration Solutions Providers

Top Business Objectives in the Healthcare Vertical Industry, Global

Top IT/Telecom Challenges in the Healthcare Vertical Industry, Global

Top IT/Telecom Technology Investment Drivers in the Healthcare Vertical Industry, Global

Measuring Digital Transformation Success in the Healthcare Vertical Industry, Global

Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry

Discussion of Selected Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry

Discussion of Selected Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry (continued)

Growth Restraints for Communications and Collaboration Technology in the Healthcare Vertical Industry

Discussion of Selected Growth Restraints for Communications and Collaboration Technologies in the Healthcare Vertical Industry

Remote Video Consultations

Remote Video Consultation—Communications-enabled Workflows

Remote Video Consultation—Communications Assessment

Scheduling

Scheduling—Communications-enabled Workflows

Scheduling—Communications Assessment

Caregiver Coordination and Communication

Caregiver Coordination and Communication—Communications-enabled Workflows

Caregiver Coordination and Communication—Communications Assessment

Admission and Orientation for Remote Consultations

Admission and Orientation for Remote Consultations—Communications-enabled Workflows

Admission and Orientation for Remote Consultations—Communications Assessment

Triage and Admission (For In-person Consultation)

Triage and Admission (For In-person Consultation)—Communications-enabled Workflows

Triage and Admission (For In-person Consultation)—Communications Assessment

Inbound and Outbound Patient Communications and Notifications

Inbound and Outbound Patient Communications and Notifications—Communications-enabled Workflows

Inbound and Outbound Patient Communications and Notifications—Communications Assessment

On-premise and Remote Monitoring and Assistance

On-premise and Remote Monitoring and Assistance—Communications-enabled Workflows

On-premise and Remote Monitoring and Assistance—Communications Assessment

Contact Tracing and Tracing Automation

Contact Tracing and Tracing Automation—Communications-enabled Workflows

Contact Tracing and Tracing Automation—Communications Assessment

Emergency Mass Notifications and Emergency Management Solutions

Emergency Mass Notifications and Emergency Management Solutions—Communications-enabled Workflows

Emergency Mass Notifications and Emergency Management Solutions—Communications Assessment

Digital Trends in Healthcare

Growth Opportunity 1—Video Conferencing

Growth Opportunity 1—Video Conferencing (continued)

Growth Opportunity 2—Team Collaboration

Growth Opportunity 2—Team Collaboration (continued)

Growth Opportunity 3—Unified Communications

Growth Opportunity 3—Unified Communications (continued)

Growth Opportunity 4—Contact Center

Growth Opportunity 4—Contact Center (continued)

Growth Opportunity 5—Programmable Communications

Growth Opportunity 5—Programmable Communications (continued)

Growth Opportunity 6—Communications/Collaboration Devices

Growth Opportunity 6—Communications/Collaboration Devices (continued)

Your Next Steps

Why Frost, Why Now?

List of Exhibits

Legal Disclaimer

Related Research
Frost & Sullivan has identified the healthcare vertical as ripe for digital transformation and adoption of modern communications and collaboration technologies with the objective of improving operational efficiencies and enhancing patient care. The study covers key use cases for point solutions such as video conferencing or team messaging, as well as integrated suites such as unified communications and collaboration (UCC), UC as a service (UCaaS), communications platform as a service (CPaaS), and contact center and contact center as a service (CCaaS). It also discusses opportunities for improving patient and practitioner experiences, and enhancing important workflows in the healthcare industry vertical using application programming interfaces (APIs) and programmable communications capabilities. More specifically, the study has identified the following use cases whereby advanced communications tools can deliver value to healthcare organizations: remote video consultations, scheduling, caregiver coordination and communications, admission and orientation for remote consultations, triage and admission (for in-person consultations), inbound and outbound patient communications and notifications, on-premise and remote monitoring and assistance, contact tracing and tracing automation, and emergency mass notifications and emergency management solutions. The COVID-19 pandemic exposed the industrys lack of preparedness to properly handle a calamity of this magnitude. From supply-chain challenges, to safety protocols, workload distribution and patient outreach, healthcare organizations struggled to deliver excellent patient services while maintaining profitable operations and staff productivity and job satisfaction. As coronavirus vaccines come closer, yet many countries are hit hard by new COVID-19 waves, it's uncertain which medical practices that emerged or were significantly modified in 2020 will persist in the future. Existing workflows and business practices that have proven their value are most likely to prevail and open new business opportunities. Nevertheless, healthcare providers face many challenges, such as the need to use more self-service solutions throughout the patient journey, integrate home-based diagnostics and devices, and fully leverage AI, RPA and NPL to improve practitioner, staff and patient experiences. As countries, industries, businesses and individuals gradually adjust to what is likely to be an ever-shifting “new normal”, healthcare organizations will need to adapt as well. Digital technologies, including communications and collaboration solutions, as well as programmable platforms, must be leveraged as key enablers of accelerated and effective industry transformation. In order to properly apply programmable communications and other digital technologies to address healthcare, a clear understanding of the processes and workflows, and their manual chokepoints, is required. This study discusses opportunities for improving patient and practitioner experiences and enhancing important workflows in the healthcare industry vertical using pre-packaged communications and collaboration solutions, as well as application programming interfaces (APIs) and programmable communications capabilities. Author: Leonardo Sampieri
More Information
No Index No
Podcast No
Author Leonardo Sampieri
Industries Telecom
WIP Number K53C-01-00-00-00
Is Prebook No
GPS Codes 9528-C1,9535-C3,9717-C3,99FC-C1,9A59-C1,9705-C1,9820-C1,9A5B-C1,9610,9656,9723